US 12,477,059 B2
System and method for initiating human communication
Barath Jayaraman, Fort Mill, SC (US)
Assigned to TRUIST BANK, Charlotte, NC (US)
Filed by Truist Bank, Charlotte, NC (US)
Filed on Mar. 10, 2023, as Appl. No. 18/181,606.
Prior Publication US 2024/0305709 A1, Sep. 12, 2024
Int. Cl. H04M 1/72436 (2021.01); H04W 4/12 (2009.01); G06Q 30/01 (2023.01)
CPC H04M 1/72436 (2021.01) [H04W 4/12 (2013.01); G06Q 30/01 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A system for initiating human communication, the system comprising: a computer with at least one processing device and at least one memory device, wherein the computer executes computer-readable instructions; and a network operatively connecting the computer to at least one user device, the network configured to permit network data flow between the at least one user device, the computer, and at least one agent device; wherein, upon execution of the non transitory computer-readable medium instructions, the at least one computer is configured to: collect, by the at least one processing device via the network, user data: determine, by the at least one processing device, an occurrence of a triggering condition based on whether one or more variables within the user data satisfy one or more predefined thresholds established by the system generate, in response to the triggering condition, at least one electronic communication including a user selectable mechanism for requesting human communication, wherein at least one electronic communication is dynamically generated based on a predictive model trained on historical user data to identify communications with a higher probability of positive user engagement and eliminate unnecessary communications, thereby reducing network traffic of the system: transmit, by the at least one processing device via the network, the at least one electronic communication to the at least one user device; display, by the at least one processing device, the at least one electronic communication on the at least one user device; and receive, by the at least one processing device via the network, a human communication request from the at least one user device in response to a user selection of the user selectable mechanism; initiate, by the at least one processing device, at least one human communication from the at least one agent device is selected in response to the human communication request received from the at least one user device: and transmit, by the at least one processing device via the network, the at one human communication from the at least one agent device to the at least one user device.